Member Advocate

Arlo • New York, NY

4d

About The Position

Arlo is rebuilding health insurance from the ground up using AI. The healthcare experience today is expensive, confusing, and often so frustrating that people delay the care they need. We’re changing that by reimagining what a health plan should be: a proactive partner that enables health rather than denying it. Our AI-native platform delivers continuous, personalized support for members—helping them navigate benefits, schedule appointments, access high-quality care, and avoid financial fear. Powered by the industry’s most advanced risk-pricing engine, Arlo is already scaling fast: we’ve grown to $XXXM in premiums, cover tens of thousands of people, and see accelerating demand across brokers, employers, and partners. Backed by Upfront Ventures, 8VC, and General Catalyst, our team combines deep industry expertise (Palantir, YC) with the ambition to modernize a $1T market.
Role:
As a Member Advocate, you’ll be the first point of contact for members, responding to questions and concerns with empathy and professionalism across text, email, and live messaging. You’ll take ownership of each interaction—helping members navigate their health insurance, benefits, and claims from start to finish. You’ll also work closely with teams across Sales, Product, Operations, and Engineering to continuously improve the member experience. Your goal: to ensure every member feels heard, supported, and confident in their care.
You’re best suited to this role if you thrive on solving problems for others, communicate clearly and kindly, and enjoy working across teams to create a better experience for everyone.

Requirements

• 1-3 years of customer service experience in a health plan/health insurance environment
• Strong written and verbal communication skills, with the ability to explain complex topics quickly, clearly, and empathetically.
• Comfort using multiple channels and tools (e.g., CRM systems, chat platforms, text, and email support).
• Detail-oriented and organized, with strong follow-through and problem-solving skills.
• Ability to manage multiple tasks in a fast-paced environment while maintaining a positive member experience.
• Passion for helping people and improving the healthcare experience.
• Availability to work an 8 hour shift within the timeframe of 8:30 AM – 6:00 PM Eastern Time, with preference given to candidates in Eastern or Central time zones.

Nice To Haves

• Experience in care management / clinical care coordination

Responsibilities

• Member Experience: Deliver fast, thoughtful chat-based support that builds trust and confidence.
• Issue Resolution: Take ownership of problems, drive them to resolution, and follow through with clear communication.
• Cross-Functional Collaboration: Work with internal teams to surface insights and improve systems and workflows.
• Process Improvement: Identify patterns, inefficiencies, or recurring questions and contribute to better tools, resources, and documentation.

Benefits

• High ownership: You’ll get real responsibility from day one—our high-trust team empowers you to run with big problems and shape core parts of the company.
• Join an important mission: Your work directly influences how people access care and improves lives at scale.
• Growth & expansion: We’re moving fast, and as we grow, your scope will grow with us—new challenges, bigger opportunities, and rapid career velocity.
• Apply AI to a problem that matters: Instead of optimizing ads or cutting labor costs, you’ll use AI to fundamentally reimagine how people get healthcare.
• High pace, high collaboration: We operate with velocity, first-principles thinking, and a team that works closely, openly, and with ambition.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed